Salesforce.com Achieves Outstanding Customer Satisfaction

Independent research firm CustomerSat finds that 94% of Salesforce users surveyed plan to continue using the solution and would recommend it to colleagues

SAN FRANCISCO - April 2, 2008 - Salesforce.com [NYSE: CRM], the market and technology leader in Software-as-a-Service (SaaS) and Platform-as-a-Service (PaaS), today shared results from customer satisfaction surveys conducted by independent research firm CustomerSat.  More than 4100 Salesforce users from around the globe responded to the surveys.  Of the respondents, a full 94 percent said they "definitely will" or "probably will" continue to use Salesforce solutions .

"Salesforce.com continues to set an incredibly high standard for customer loyalty, a requirement of our subscription-based Software-as-a-Service model," said Marc Benioff, chairman and CEO at salesforce.com.  "We value the loyalty of our customers and applaud the ROI they have been able to achieve, both of which reflect the tremendous value of our Force.com platform, award-winning applications, and our maniacal commitment to the success of Salesforce users."

In conducting the July 2007 and February 2008 surveys, CustomerSat received 4165 responses from a random selection of Salesforce users.  Along with ongoing use, customers were asked about their likeliness to recommend Salesforce to a colleague and their history of recommending Salesforce.  Here also, 94 percent of respondents said they "definitely will" or probably will" recommend Salesforce.  In addition, 74 percent of those surveyed have already recommended salesforce.com to colleagues.

The survey also found that executives are achieving their desired business goals with Salesforce.  Of the 1192 executive-level respondents in the sample:
  • 90% had improved customer data quality and data management
  • 89% improved sales pipeline visibility
  • 87% had improved customer service and support
  • 78% had reduced sales, service, marketing or other operational costs
  • 78% had increased customer satisfaction
  • 77% had acquired new customers
  • 71% had increased marketing campaign effectiveness
  • 71% had increased customer retention
  • 71% had enhanced cross-sell and up-sell opportunities
  • 70% had increased sales revenue
In addition to achieving their business goals, the survey specifically asked executives to quantify the impact of Salesforce upon productivity and profitability.  On average, Salesforce delivered:
  • 43% increase in sales productivity
  • 41% increase in sales revenues
  • 29% increase in profit margin
  • 25% increase in win rate
The ease of use of the Salesforce service continues to be the main reason why executives choose salesforce.com.  It's also a key driver of customer satisfaction, along with related attributes such as interface consistency, interface readability, ease of learning, and ease of training new users. The reliability of the Salesforce service is the number one driver of customer satisfaction. The remaining top 10 drivers of customer satisfaction with the Salesforce service are breadth and depth of features; performance and speed; and ease of administration. 

"I've said it before and I'll reiterate today that we challenge our competitors to be as transparent with their customer survey ratings," added Benioff.  "We're confident no other company will be able to match our outstanding level of customer satisfaction."

About CustomerSat, Inc.
CustomerSat, founded in 1997, is the leading provider of real-time enterprise feedback management systems. With solutions designed to capture data from a variety of "touch points," CustomerSat helps clients pinpoint actions and prioritize efforts to help optimize business performance and provides executives across the management enterprise with customized reports and analytics.  CustomerSat is headquartered in Mountain View, California, with offices in Europe. For news, product demonstrations, and other company information, visit www.CustomerSat.com or call 1.800.372.7772.

About Salesforce.com

Salesforce.com is the world’s largest provider of customer relationship management (CRM) software. For more information about salesforce.com (NYSE: CRM), visit: www.salesforce.com/ap/.

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase salesforce.com applications should make their purchase decisions based upon features that are currently available. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM.” For more information please visit http://salesforce.com/ap/, or call 800 1301 448 (Singapore) or 800 967 655 (Hong Kong) or +65 6302 5700.